Senior Support Analyst

• Provide technical support including diagnosis, analysing, repair, set-up, configuration, etc.
• Assume end-to-end support ownership of the 8 Workspace service towers: E-Comms (Messaging), Active
Directory, Unified Communications & Collaboration, Desktop Engineering, Mobility, EFSS, Video
Conferencing, Web Tools.
• Articulately respond to client questions/concerns/complaints.
• Keep clients informed on request status.
• Ensure proactive monitoring of all workspace systems and diligently identify and mitigate issues and
weaknesses before they manifest into audit concerns or business impact.
• Ensure the health and robustness of workspace systems in providing global business agility, stability and
continuity.
• Document the design and implementation record of workspace systems in a structured and consistent
manner so that relevant teams can consume accordingly.
• Ensure that all client incidents or requests for service are recorded in the
• automated Service Desk system, that information is updated on a timely basis as
• service incidents are responded to, and that information is of sufficient quality and

• detail that another technician can assume responsibility for the next step in incident resolution.

• UEM/Dynamics, SCOM, SCCM, Quest ActiveRoles Server, Quest Password Manager, Quest Analytics,

GPO, Windows Server and Desktop OS, Microsoft SCCM and SCOM.

• Experience with delivery and support of audio and videoconferencing systems - MS Teams and Zoom

experience an advantage.

• Demonstrable action taker attitude and responsiveness to business requests.

• Excellent command of digital tools to manage projects and daily tasks at both a team and personal level.

• Excellent communication (Email, phone, IM) and verbal presentation skills.

• Team player, good personality and motivation.

• Good interpersonal and communications skills.

• Good command of written and spoken English

• Microsoft MCSE or MCP will be an advantage.

• Investment bank or regulated industry experience will be an advantage.